Internal Process Perspective -How well the business is running /       operational processes   -Products & services confor...
Innovation- Business unit researches the emerging /  latent needs of customers- Creates products / services- Identify & nu...
Operation- Second major step- Existing products and services – existing  customers- Start with receipt customers order – f...
Post Sale Service- Final Stage- Includes warranty ,repair, treatment of  defects and return- Measure performance by applyi...
The learning & Growth Perspective- Objective – provide the infrastructure to  enable ambitious objectives – achieved- Driv...
Employee Capabilities• Important to know the capabilities of  employee (skill level ,automation)• Provide continuous impro...
Information System Capabilities- Employees need excellent info on customers,  internal processes & financial consequences-...
Motivation, empowerment &              alignment- Focuses an organizational climate for employee  motivate &initiatives- M...
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Balanced scorecard slide

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balanced scorecard

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Balanced scorecard slide

  1. 1. Internal Process Perspective -How well the business is running / operational processes -Products & services conform – customer requirements -3 principles – 1) Innovation , 2) Operations , 3) Post Sale Service
  2. 2. Innovation- Business unit researches the emerging / latent needs of customers- Creates products / services- Identify & nurture new market, new & existing customers- Continually- design & develop new products/services to reach new market- Components- market research to identify size, nature and price profits points
  3. 3. Operation- Second major step- Existing products and services – existing customers- Start with receipt customers order – finishes with delivery- Stresses efficient ,consistent & timely delivery- Includes measurement of flexibility & specific characteristics that create value
  4. 4. Post Sale Service- Final Stage- Includes warranty ,repair, treatment of defects and return- Measure performance by applying same time, quality& cost metric- Example : Cycle time – customer request to ultimate resolution of problem- Measure the speed of response to failure
  5. 5. The learning & Growth Perspective- Objective – provide the infrastructure to enable ambitious objectives – achieved- Drivers for achieving outcomes- 3 principle categories –- 1) Employee capabilities- 2) Information system capabilities- 3) Motivation
  6. 6. Employee Capabilities• Important to know the capabilities of employee (skill level ,automation)• Provide continuous improvement, training & re-skilling• Satisfied employees – precondition for increasing productivity• Measure employees satisfaction, employee retention & employee productivity
  7. 7. Information System Capabilities- Employees need excellent info on customers, internal processes & financial consequences- Example : Front line employees – accurate& timely info on customers total relationship – organization- How much effort to expanded to satisfy , learning, attempting emerging needs from the customers
  8. 8. Motivation, empowerment & alignment- Focuses an organizational climate for employee motivate &initiatives- Measure the outcomes – several ways- 1) no. of suggestion per employee- - measure participant in improving- 2) Half Life Metric (Art Schneiderman)- Measure the length of time to improve 50%- Apply to process metric (cost, quality or time)- Late deliveries, no. of defects & absenteeism

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